Prashanth Jothi, CSM at HubSpot - A day in the life of a CSM
The Customer Success Channel
How to Drive Customer Outcomes Based on a Maturity Model
I think it's super key to have some level of maturity model of what your customers are doing with your product over time. I would actually start off right in the first call of the customer with the customer. Time to first value is so important when it comes to our role. So every customer makes progress on their own cadence, on their own schedule,. On their own timeline, but we have to set a goal for them. For example, you would like this segment of customer to achieve this value in X amount of time, for example. Again, they either get actual value from the relationship with a CSM or a real value potential in the product itself.
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